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[vc_row][vc_column][vc_column_text]A good customer experience encourages loyalty, while a poor customer experience can put relationships at risk resulting in reduced wallet share and defection. The case study example below illustrates the value generated by a CEM system:[/vc_column_text][vc_empty_space height="30px"][qodef_blockquote text="The lost business from the non-complainers with a poor experience alone accounted for $19.6 million in lost revenue per year"][vc_empty_space height="30px"][vc_column_text]The diagram on the next page illustrates a...

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The food group partnered with CEMax and used its CEMax CEM application to solve complex consumer service needs. CEMax CEM solution replaced the food group’s current Siebel CRM solution, different EFM solutions and a tailored solution for issuing product replacement statements. Other disparate solutions were integrated into CEMax’s solution creating a single source of truth for consumer experience and a robust repository for analytical insight....

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An enterprise's reputation — its brand — is no longer built solely via mass media. It is also built at customer touch points. Whenever customers come into contact with an enterprise, they experience what it is like to deal with that organization and form an opinion — good, bad or indifferent...

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